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Adds the WhatsApp Business Cloud API channel to the docs site, mirroring
the element set of existing channels (LINE/Zalo precedent):
- docs/channels/whatsapp-business.md + zh counterpart (usage tips page)
- Row in channels index table (EN/ZH)
- Option L / 选项M deployment section + supported-channels table row (EN/ZH)
- VitePress sidebar entries (EN/ZH)
- Cross-link notes between WhatsApp (QR) and WhatsApp Business (official API)
Co-authored-by: Claude Fable 5 <noreply@anthropic.com>
Use your COCO AI employee on the official WhatsApp Business Platform (Cloud API) — a verified business number your customers can message from their everyday WhatsApp app. Built for customer-facing business messaging at scale.
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> New here? See the [WhatsApp Business Deployment guide](../getting-started/channel-deployment#whatsapp-business) to connect your business number first.
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> **WhatsApp Business vs. WhatsApp:** This channel uses Meta's **official Cloud API** — you verify a business phone number by OTP, with no phone or QR linking. The [WhatsApp](./whatsapp) channel links a regular WhatsApp account via QR code instead. Choose this one for official, customer-facing business use.
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## Basic Usage
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### Direct Messages
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Customers send a message to your business number from their normal WhatsApp app — no special command needed. The first person to DM the number becomes the **Owner** with full access.
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### Group Chats
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Not supported — the official WhatsApp Business Cloud API is **1:1 (DM) only**. If you need group chat support, use the [WhatsApp](./whatsapp) channel instead.
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## Best Use Cases
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### Customer-Facing Support
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The official API is built for business-to-customer messaging:
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- Answer FAQs and product questions instantly, around the clock
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- Triage and route incoming requests
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- Serve customers on the app they already use — no install needed
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### Official Business Presence
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- Your business display name is shown to customers, backed by Meta's official platform
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- No linked phone to keep online — the connection is server-to-server and stays up on its own
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- Delivery and read status is tracked for outbound messages
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## Pro Tips
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**24-hour window**: WhatsApp allows freeform replies within 24 hours of the customer's last message. Outside that window, only pre-approved **template messages** can be sent — the AI employee handles this automatically.
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**Media in, media out**: Customers can send images, documents, audio, and video — the AI employee receives them and can reply with text, images, and documents.
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**Owner**: The first person to DM the business number becomes the Owner, who always has full access regardless of access settings.
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**Access control**: By default only the Owner can DM the number. Adjust the DM policy (owner / allowlist / open) to open it up to customers or a team.
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## Troubleshooting
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| Issue | Solution |
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|-------|----------|
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| Bot not responding | Confirm the WhatsApp Business card shows **Connected** in the employee detail page, then send another message |
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| Replies not arriving after a long pause | The 24-hour customer-service window has likely closed — send a new message from the customer side to reopen it |
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| Can't add the bot to a group | Group chats are not supported by the official Cloud API — this channel is 1:1 only |
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| Others can't message the bot | By default only the Owner can chat. Enable Allowlist or Open mode to grant access |
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| Want to disconnect | Click the **Disconnect** button on the WhatsApp Business card in the employee detail page |
Copy file name to clipboardExpand all lines: docs/getting-started/channel-deployment.md
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@@ -15,6 +15,7 @@ Detailed guide for connecting your AI employee to Telegram or Lark.
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| WeCom (企业微信) | Available | Domestic enterprise users |
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| DingTalk (钉钉) | Available | Domestic teams, no public callback needed |
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|[WhatsApp](#whatsapp)| Available | International business users |
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|[WhatsApp Business (Official API)](#whatsapp-business)| Available | International business, official Cloud API |
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|[Discord](#discord)| Available | Developer/community scenarios |
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|[Slack](#slack)| Available | European/US enterprise users |
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|[Microsoft Teams](#ms-teams)| Available | Enterprise teams, Microsoft 365 organizations |
@@ -815,6 +816,8 @@ Your AI employee will automatically configure the Slack channel connection.
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> **Note:** WhatsApp connects via **QR code scanning** (linked device), similar to using WhatsApp Web. No API keys, developer accounts, or app configuration are needed — just a phone with WhatsApp installed.
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> **Looking for the official WhatsApp Business API?** This option links a regular WhatsApp account by QR code. For a verified business number on Meta's official Cloud API (no QR or phone linking), see [WhatsApp Business (Official API)](#whatsapp-business).
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::: warning Use a Dedicated WhatsApp Account
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Please use a **newly registered, dedicated WhatsApp account** for the bot — do **not** use your personal WhatsApp account. The connected account will serve exclusively as the bot's number.
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| Want to disconnect | Click the **Disconnect** button on the Zalo Personal (Unofficial) card in the employee detail page |
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-->
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## Option L: WhatsApp Business (Official API) Deployment {#whatsapp-business}
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**Estimated time: ~5 minutes**
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> **Note:** This channel uses Meta's **official WhatsApp Business Platform (Cloud API)**. You bring a phone number, verify it with a one-time code right in the Dashboard, and COCO handles everything on the Meta side — no Meta developer account, API keys, or QR/phone linking needed. Prefer linking a regular WhatsApp account by QR code instead? See [WhatsApp](#whatsapp).
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No credentials are required. You only need:
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| Item | Description |
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|------|-------------|
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| COCO AI Employee | An existing instance in COCO Dashboard |
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| Phone Number | A number that can receive an SMS or voice call, and is **not** currently registered on WhatsApp or another WhatsApp Business account |
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|~5 minutes | Time to complete deployment |
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### Step 1: Click Connect on the WhatsApp Business Card
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1. Log into [COCO Dashboard](https://icoco.ai/dashboard) and open the employee instance detail page
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2. Find the **WhatsApp Business** card and click **Connect**
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### Step 2: Enter Your Phone Number and Display Name
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1. Enter the phone number you want to use, in international format (e.g. `+1 555 123 4567`)
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2. Enter a **display name** — this is the business name your customers will see in WhatsApp
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3. Check the preview carefully before continuing
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> **Important:** The display name is reviewed against Meta's display name policy and is **hard to change later** — choose it carefully.
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### Step 3: Verify with the One-Time Code
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1. Meta sends a **6-digit verification code** to your number via SMS (a voice call option is available if SMS doesn't arrive)
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2. Enter the code in the wizard
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> **Mainland China numbers:** SMS delivery to +86 numbers can be unreliable — if the code doesn't arrive, use the **voice call** option.
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### Step 4: Deploy
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1. After the code is verified, the system registers your number and deploys the channel automatically — a progress indicator shows each step
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2. When finished, the WhatsApp Business card shows **Connected**
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### Step 5: Start Chatting
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1. From any phone with WhatsApp, send a message to your business number
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2. Your AI employee responds immediately — deployment complete!
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> **First message:** The first user to DM the business number becomes the **Owner** (administrator), who always has full access regardless of policy settings.
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### WhatsApp Business FAQ
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| Issue | Solution |
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|-------|----------|
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| Verification code never arrives | Wait a moment and retry, or choose the **voice call** option. SMS to mainland China (+86) numbers is often unreliable |
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| "Number already in use" or verification fails | The number must not be registered on the WhatsApp consumer app or another WhatsApp Business account — remove it there first (WhatsApp → Settings → Account → Delete account), then retry |
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| Closed the wizard before finishing | Your progress is saved — click **Connect** on the WhatsApp Business card again to resume where you left off |
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| Can't use the bot in group chats | The official Cloud API is **1:1 (DM) only**. If you need group chats, use the [WhatsApp](#whatsapp) channel |
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| No reply after a long silence | WhatsApp's **24-hour customer-service window** has closed — send a new message from the customer side to reopen it; outside the window only pre-approved template messages can be sent |
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| Others can't message the bot | By default only the Owner can chat. Enable Allowlist or Open mode to grant access |
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| Want to disconnect | Click the **Disconnect** button on the WhatsApp Business card in the employee detail page |
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